Troubleshooting - Confluence
Q1. "Unable To Connect To Prolaborate" error in Confluence
Description
Confluence page displays Unable to connect to Prolaborate error after license renewal.
Troubleshooting Steps
1. Try generating a new security token from Prolaborate and reconfigure the Prolaborate Macro in Confluence.
2. Please let us know, what is the current Prolaborate version you are using?
3. Are you using the Confluence server/cloud?
4.
If you are using the Confluence server, please share the confluence
logs from the path C:\Program Files\Atlassian\Confluence\logs as a .zip
folder.
5. Please let us know, what is your Confluence version?
6. Kindly share with us the Prolaborate Macro configuration page from Confluence similar to the one below?
Reference
Ticket ID: #5523
Subject: Fwd: confluence failing to connect to Prolaborate
Department: Prolaborate Support
Q2. Error shown in log file on installing Prolaborate Macro in Confluence Data centre
2023-12-01 09:27:35,288 ERROR [UpmAsynchronousTaskManager:thread-3] [atlassian.plugin.manager.DefaultPluginManager] lambda $enableConfiguredPluginModule$32 There was an error loading the descriptor 'prolaborate' of plugin 'com.prolaborate.macros.prolaborate-macro'. Disabling.
java.lang.UnsupportedClassVersionError: com/prolaborate/macros/Integration has been compiled by a more recent version of the Java Runtime (class file version 61.0); this version of the Java Runtime only recognizes class file versions up to 55.0.
Previously issue faced customer Environment details
1. As mentioned in your earlier email, you have been upgraded to version 8.5.2 of Confluence. Please provide us with the correct current version if the above-mentioned version is incorrect.
Almost correct. I’m using 8.5.3 at the moment.
2. What type of confluence DBs do you use?
I’m using Oracle Database 19c Enterprise Edition Release 19.0.0.0.0 - Production Version 19.19.0.0.0
3. What type of environment do you use (Windows or Linux)?
Linux RHEL 7
4. What Java version do you use?
Exactly the one from Official Atliassan’s docker image, Java 11:
5. Also, as you mentioned in an earlier email, you upgraded Confluence. Could you please let us know from which version you upgraded?
7.18.X – I do not remember the exact version, it was 7.18.2 probably but I’m not 100% sure now.
Description
On installing the Prolaborate macro receiving the above error in log file.
Possible reasons
The customer could have used Prolaborate Macro 3.5 (This 3.5 macro was uploaded in before the 3.5.1 version) may the customer could have downloaded this 3.5 version before itself (but now this version is removed).
If the user environment details are not provided by the user, please ask the user to share the below information to confirmation. (as multiple users faced the above error with the below environment)
Email Responses to customer
Initial mail (if only required, in case you don't know the customer environment details)
Hi <Customer1>
Thank you for your confirmation.
Could you please share with us the following details? It will be helpful for us to analyse the cause of the issue and make a log on our end for future reference.
1. As mentioned in your earlier email, you have been upgraded to version 8.5.2 of Confluence. Please provide us with the correct current version if the above-mentioned version is incorrect.
2. What type of confluence DBs do you use?
2. What type of environment do you use (Windows or Linux)?
3. What Java version do you use?
4. Also, as you mentioned in an earlier email, you upgraded Confluence. Could you please let us know from which version you upgraded?
Thank you for your cooperation.
Steps to taken
The user confirm that he is using the same environment as above mentioned please use the below dram to respond.
Second response
Hi <Customer2>
Thank you for your patience and understanding.
Please download the latest macro 3.5.1 version, where the reported issue is fixed in this version.
You can download the latest Prolaborate Macro V3.5.1 from here - https://marketplace.atlassian.com/apps/1221019/prolaborate/version-history
Note: Prolaborate Macro 3.5.1 is compatible only with Prolaborate 5. If you are not already using Prolaborate V5, we kindly request that you upgrade to the most recent V5 version. If you need the installer, please let us know and we will share it with you.
Once you have downloaded the latest macro and configured it, please test it on your and let us know your feedback.
If you have any other questions, please feel free to reach out us.
Reference
Ticket ID: #7869
Subject: Prolaborate macro in Confluence - Problem
Department: Prolaborate Support
Ticket ID: #8171
Subject: Support of the Prolaborate plugin for Confluence 8.5.*
Department: Prolaborate Support
Ticket ID: #8467
Subject: FW: Sparx Prolaborate Trial! - Ipoque GmbH
Department: Prolaborate Support
Tags
unable to connect to prolaborate
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